This is a Flash Player plug-in issue and Adobe has released a new installer to resolve this issue. Please follow the below steps.

Step 1. Uninstall the previous version of Flash Player

To remove the old Flash Player plug-in from your computer, please download and run the appropriate uninstaller on each computer with this issue.

1. Download the Adobe Flash Player uninstaller: 

   • Windows users: Click Here 

   • Mac OS X users: Click Here 

2. Save the file to your computer, choosing a location where you can find it (for example, your desktop). Macintosh users may need to open or unstuff the .hqx file.

3. Close or quite ALL running applications, including all Internet Explorer or other browser windows.

4. Run the uninstaller. This will remove Adobe Flash Player from all browsers on the system.

Step 2. Install the latest version of Flash Player

To install the latest Flash Player plug-in, click on the below link and then follow the instructions on the web page.

http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash

Product(s): General
ISBN: --
Category: Online products
User Type: General
Item: General: I'm using the online course, but I've encountered a variety of errors. What can I do to be able to use the site?

Trusted Sites and Protected Mode

Note: When navigating to a site in your Trusted sites zone, you will receive a Security Warning. Simply click "Yes" to load the page.

Pop-up Blockers

Note: Many toolbars (including Yahoo and Google) use pop-up blockers, which is why they may need to be disabled while you are using myitlab. The menu will close after each item you choose, so you will have to go back to View > Toolbars each time.

Cookies

Content Advisor

If the content advisor shows a Disable button, then it may cause errors when you use myitlab. You may either disable the Content Advisor, or follow the instructions below to allow the sites used by your course to bypass the Content Advisor.

Note: The Content Advisor may be password protected. If this is the case, please ask the person who enabled the Content Advisor on the computer you are using for assistance. If you or the person who set it has forgotten that password, please visit http://support.microsoft.com/kb/155609 for assistance

Security Software, Anti-Virus Tools, and Firewalls

Some security programs and firewalls are so restrictive that they may block multimedia content in mylab. If your firewall or security program has the equivalent to a trusted sites list, you may be able to leave your security on if you add the following sites and IP address to that list:

*.pearsoned.com
*.pearsoncmg.com
*.pegasus2.pearsoned.com

The full domain names and IP addresses for Mylab are:

• Name: pegasus2.pearsoned.com
• Address: 209.202.161.243

• Name: pearsoncmg.com
• Address: 209.202.161.170
  
  
  

Tag: popup, pop-up, fire-wall, firewall, cokies, cookies, cookes

 Please follow the below steps to resolve this issue.

Step A: Reset Java Certificate

1. Close Internet browser.

2. Go to "C:\Documents and Settings\<username>\Application Data\Sun" and delete the folder called "Java". Note: "<username>" refers to the name of the user's profile.

2. After you have deleted the "Java" folder, go back to the online course activity page. The Java certificate should pop up. Make sure to click on Run or Yes or Accept when you see the certificate message.  If this doesn't resolve this issue, proceed to Steps B & C below.

  B. Uninstall Java

1. Close all open browsers.

2. Go to the Control Panel and then double click on Add/Remove programs.

3. Uninstall all version of Java.

4. Restart your computer.

C. Install latest version of Java [Highly Recommended]

1. Download and install the latest version of Java. Click here to download Java.

2. Clear your browser’s cache. Click here for instructions.

3. Open a new browser window and try the recording section again.

4. Make sure you accept the Java certificate when prompted.

You can view/update/change your login name, password, & email address anytime.

1. Go to https://register.pearsoncmg.com/userprofile/

2. Enter your existing login name and password.

3. Follow the instructions that appear on the screen.

Our products web site uses your browser cache to store application-related JavaScript files, which support specific application functionality. Occasionally, after an application update you may experience usability issues because the files stored in your browser's cache are out of date. Therefore, we recommend that if your course begins to show unexpected behavior you should clear your browser's cache to see if that resolves the issue before you contact Customer Technical Support.  After you have cleared your browser's cache, log back into the web site and try accessing your activities again.

Please follow the below steps to clear your browser’s cache:

Internet Explorer 6

1. Open Internet Explorer.

2. From the Tools menu and then select Internet Options. The Internet Options box should open to the “General” tab.

3. On the General tab, in the Temporary Internet Files section, click the Delete Files button. This will delete all the files that are currently stored in your cache.

Internet Explorer 7 or 8

1. Open Internet Explorer.

2. Click the Tools menu and then select Internet Options. The Internet Options box should open to the General tab.

3. Under “Browsing history”, click Delete.

4. Make sure "Temporary Internet Files" is checked and then click Delete.

5. Click Close, and then click OK to exit.

Firefox 3

1. Open Firefox browser.

2. In Firefox, click the Tools menu and then select Clear Recent History.

3. Make sure Cache is checked, and then click Clear Now.

Safari

1. Open Safari browser.

2. From the Safari menu, select Empty Cache... .

3. When prompted, click Empty to confirm that you want to empty the cache.

Clearing the Java Plug-in cache ensures that the browser loads the latest versions of Java applications and applets. Occasionally, after an application update you may experience usability issues because the files stored in your browser's cache are out of date. If an application uses Java application or applet as a plug-in, we recommend that you clear your browser's cache to see if that resolves the issue before you contact Customer Technical Support.  After you clear your Java Plug-in cache, log back into the web site and try accessing the application again.

Please follow the below steps to clear the Java Plug-in cache:

Windows

1. Go to Start > Control Panel (or Start > Settings > Control Panel)
2. Double-click the Java icon (you may need to click Switch to Classic View to see this icon)
3. On the General tab, click the Settings... button in the Temporary Internet Files box
4. Click the Delete Files... button at the bottom of the Temporary Files Settings
5. Make sure "Applications and Applets" and "Trace and Log Files" are checked, then click OK
6. When the files are finished deleting, click OK, then OK again

Mac

1. Go to Computer > HD > Applications > Utilities > Java
2. Open Java Preferences
3. Click  Security
4. Click Delete Files (in the Temporary Internet Files section)

Product(s): Longman English Interactive, Focus on Grammar Interactive, Longman Placement Test, i-Zone, Azar Interactive, Teacher Development Interactive
ISBN: --
Category: Online products
User Type: Instructors
Item: How do I create an instructor course for another level?

1. Login into your course.
2. Click on My Courses at the top of the course home page
   
3. Click on the Create a Course button.
   
4. Follow the instructions on the page to create a course. For more information on how to create a course, please click here. 

Please follow the instructions below that correspond to the browser you are using.

Internet Explorer

1. Open Internet Explorer and click Tools > Internet Options
   
   

2. From the Internet Options window, select the Advanced tab

3. Scroll down the list to Java(Sun) heading and make sure that Java is selected/checked.
   Note: If you do not see Java(Sun), go Sun's Java website at www.java.com, download and install the Free Java plug-in.
   

4. Continue to scroll down the list to the Security heading and make sure the box beside Allow active content to run in files on My Computer is selected/checked
   

5. Click on Apply.
   

6. Select the Security tab

7. Click Custom Level
   

8. Scroll down to the Scripting heading

9. Under Active Scripting select Enable
   

10. Under Scripting of Java Applets select Enable
    

11. Click OK

12. That's it!

Firefox

1. Open Firefox and click Tools > Options

2. Click the Content icon at the top of the Options window

3. Place a check in the each of the boxes beside Enable JavaScript and Enable Java

4. Click OK

5. That's it!

Safari

1. Open Safari and click Safari > Preferences (Edit > Preferences in Windows)

2. In the window that opens, click Security

3. Beside the Web content heading, be sure that there are checks in each of the boxes for Enable plug-ins, Enable Java, and Enable JavaScript

4. That's it!

For US Customers: Please click here to locate your local Pearson Longman Representative.

For International Customers: Please click here to locate your local Pearson Longman Representative.

Keywords: rep locator, pearson rep, sales rep, representative

The access code is located in the front or back of your textbook or on the insert that was shrink wrapped with your textbook, or on a standalone kit. If you cannot find your access code or you have purchased a used textbook, please visit your campus bookstore to buy the standalone Student Access Kit (kit contains access code card and instructions).

OR

You have the option to purchase the subscription online by visiting SaveWithLongman.com using a credit card. If you have attempted to purchase access in this way but were unable to do so, please click here to contact your local Pearson representative.

The below steps provide instructions on how to extend your current or expired product subscription.

1. Once you have received your access code, go to the product website and click on the Registration option.
   Note: If you were provided a custom access code registration link, please use that to register your access code instead.
   
2. On the Pearson product registration page, click on “Yes” and then entered your existing login name and password.
   
   
   
   Note: If you select the “No” option, you will be registering a new account and will have to create a new login name and password. Your previous work would not exist under the new account.
3. Enter your access code and then click on Next.
   
   
4. On the Account Information page, you can review and update your account information as needed and then click on Next.
5. That’s it! You are done with the registration and can now begin using your course.
   

Please click here to request instructor access code.

You can also contact your local Pearson Longman specialist to request access code.

For US Customers: Please click here to locate your local Pearson Longman specialist.

For International Customers: Please click here to locate your local Pearson Longman specialist.

Important Note: If you are a student attempting to gain access, your request will be shared with your school during the verification process and, upon discovery, your request will be denied and you will be subject to the disciplinary processes and full range of sanctions provided by your school's academic honesty policies.

Instructor has the ability to reset or permanently delete their student's scores. To reset the student's score, the student must be enrolled in an instructor's course.

Please click here to download instructions.

Keyword: reset student data, reset student work, reset work, reset score, delete student score, reset exercises, delete student data

1. Log into your online course Learning Management System.
2. From the course home page, click on the Settings link at the top of the page.
   
   
3. Click on Join a Different Course.
   
   
4. At this point, you can choose (A) Join Your Instructor's Course if you have your Instructor's Course ID OR you can choose (B) Work on Your Own if you don't have your Instructor Course ID. Select one.
   
   
   (A.) Joining Your Instructor's Course
   * To enroll into an instructor course, click on Join Your Instructor's Course.
   * Enter your instructor’s Course ID and then click on Submit.
   * Click on Click Here to Start Working. That's it!
   Note: The Course ID looks something like this: Holmes546618L. If you do not the Course ID, please contact your instructor. The instructor's Course ID must be for the same product level.
   
   
   (B.) Working on Your Own
   * To work as a self-study user, click on Work on Your Own.
   * Click on Click Here to Start Working. That's it!

Click here to download instructions with screenshots.

 The below steps explain how an instructor can move a course from the Archive list. Once this is completed, the course will re-appear on the My Courses list. Student’s work will not be lost.

1. Log into your course using your login and password.
   
   
2. On the “My Courses” page, click on View Archived Courses.
   
   
3. Click on the name of the course you would like to activate from the archive.
4. Click on Settings at the top of the course page.
   
   
5. To edit the Course Details, click on Edit.
   
   
6. Change the End Date to your desired course end date and then click on the Save button.
   
   
7. That’s it! The course will now appear on the My Courses list.

Product(s): General
ISBN: --
Category: General
User Type: General
Item: How to disable the browser's pop-up blockers

Before using your MyLab products, please be sure that the computer you are using meets the system requirements. See the product page for the system requirements.

When you have confirmed that your computer meets those requirements, please follow the instructions to disable the pop-up blocker.

The following includes steps for disabling pop-up window blockers.

• Internet Explorer 7 (WindowsXP) 
• Internet Explorer6 (Windows XP) 
• Firefox (Windows PC) 
• Firefox (Mac OSX) 
• Mozilla (Mac OSX) 
• Safari (MacOSX) 

The following includes steps for disabling Brower toolbars.

• Yahoo toolbar popup blocker
• Google toolbar popup blocker
• AOL toolbar popup blocker
• MSN toolbar popup blocker
• Norton Internet Security/Personal Firewall popup blocker
  
  

How to disable Internet Explorer 7 popup blocker (Windows XP)

1. From the Tools menu, select Internet Options.
   
2. From the Privacy tab, uncheck Turn on Pop-up Blocker and click "OK".
   
   
   For more information on Internet Explorer popup blocker please go to http://www.microsoft.com/windowsxp/using/web/sp2_popupblocker.mspx

Back to top

How to disable Internet Explorer 6 popup blocker (Windows XP)

1. From the Tools menu, select Internet Options.
   
2. From the Privacy tab, uncheck Block pop-ups.
   
   
   For more information on Internet Explorer popup blocker please go to http://www.microsoft.com/windowsxp/using/web/sp2_popupblocker.mspx

Back to top

How to disable the Firefox popup blocker (Windows PC)

1. From the Tools menu, select Options.
   
2. From the Content tab, uncheck Block Popup Windows and click "OK".
   

Back to top 

How to disable the Firefox popup blocker (Mac OSX)

1. From the Firefox menu, select Preferences.
   
2. From the Preferences window, choose the Content button and then uncheck Block Pop-up Windows.
   

Back to top

How to disable the Mozilla popup blocker (Mac OSX)

1. From the Mozilla menu, select Preferences.
   
2. From the Privacy & Security tab, choose Popup Windows. Uncheck Block unrequested popup windows, and click "OK"
   

Back to top

How to disable the Safari popup blocker

1. From the Safari menu, make sure Block Pop-Up Windows is unchecked.
   
   

Back to top

How to disable the Yahoo toolbar popup blocker

1. Locate the Popup blocker icon and click the down arrow.
   
2. Uncheck Enable Pop-Up Blocker.
   

For more information on the Yahoo toolbar please go to http://toolbar.yahoo.com.

Back to top

How to disable the Google toolbar popup blocker?

1. Click on the Google logo on the Google toolbar and select Options.
   
2. Uncheck Popup Blocker, and then click OK.
   

For more information on the Google toolbar please go to http://toolbar.google.com.

Back to top

How to disable AOL toolbar popup blocker?

1. Locate the Popup blocker icon.
   
2. Click on it until it says Allowed.
   

Back to top

How to disable the MSN toolbar popup blocker?

1. Locate the Popup blocker icon and click the down arrow.
   
2. Check Allow Pop-ups.
   

For more information on the MSN toolbar please go to http://toolbar.msn.com.

Back to top

How do I disable my Norton Internet Security/Personal Firewall popup blocker?

1. Open Norton Internet Security's/Firewall�s main window (you may click the firewall icon on the system tray or use Start->Programs->Norton Firewall)
2. Click the Ad Blocking line.
3. Click the Turn Off button.
   

Product(s): Longman English Interactive, Focus on Grammar Interactive, Longman Placement Test, i-Zone, Azar Interactive, FEGi, TDI
ISBN: --
Category: Online products
User Type: Instructor
Computer Type: Windows/MAC
Item: How to reset students submission that was archived

1. On the My Courses pages, click on the number for Alerts.

2. Click on Alert Archive button.

3. Click on the skill title you would like to reset.

4. Check the boxes for the exercise you would like to reset and then click the Reset Exercises button.

Uninstalling & Reinstalling Java

If you are unable to use our CD-ROM software product or access online content due to a Java conflict, you may need to follow the below instructions. These steps will help you completely remove Java from your computer (PC) and then reinstall it.

Uninstalling Java Components

1. Close any open programs you may have running, especially your web browser.
2. Click Start >> Control Panel.
   • Depending on your computer operating system or configuration, you may have to click Start >> Settings >> Control Panel.
3. Open Add or Remove Programs.
4. Click once on any item listing Java Runtime Environment or JRE.
5. Click the Remove or Change/Remove button.
6. Follow steps 4 and 5 as many times as necessary to remove all versions of Java.
7. Restart your computer once all Java plug-ins have been removed.
8. After restarting your computer, proceed with reinstalling Java… see below steps.

Reinstalling Java plug-in

1. Open Internet Explorer.
2. Go to http://www.java.com
3. Click the button to download Java.
   • The installer should begin automatically. If it does not, click the Manual Download link.
4. Follow the instructions on the screen to install Java.

Keywords: password reset; reset password; login issue, login problem, password issue, forget password, forget login name

Product(s): General
ISBN: --
Category: Online products
User Type: General
Item: I mistakenly typed my name incorrectly for my online account.  How do I change my name?

Please follow the below steps to change your name and update your account.

1. Click Here to open the account update page.
2. On the Pearson product registration page, click on “Yes” and then entered your existing login name and password.
   
3. Follow the instructions that appear on the screen. This will allow you to update your account information.
4. After you have updated your account and clicked on Next button, return your product home page to login and continue using your course.

The below steps provide instructions on how to extend your current or expired product subscription.

1. Contact your school or Pearson representative to buy a new access code for the product you have been using.
   In the United States: Click here to contact your Pearson Longman sales representative.
   Online Store (buy online): http://vig.pearsoned.com/store/home/1,1205,store-14563_id-2,00.html
   
   Outside the United States: Please contact your local Pearson office.
   
2. Once you have the new access code, go to the product website and click on the Registration option.
3. On the Pearson product registration page, click on “Yes” and then entered your existing login name and password.
   
   
   
   Note: If you select the “No” option, you will be registering a new account and will have to create a new login name and password. Your previous work would not exist under the new account.
4. Enter your access code and then click on Next.
   
   
5. On the Account Information page, you can review and update your account information as needed and then click on Next.
6. That’s it! You have now extended your product subscription and should be able to continue your work.  

• Most instructors will ask you to join a course. This allows them to view your work. To join, you will need a “Course ID,” which your instructor will give to you. The Course ID looks something like this: Holmes931023W.
  
• Check with your instructor to make sure you have the correct Course ID and if he or she has made the course available to students.
  
• The Course ID is case sensitive so be sure to enter each character exactly as it appears.
  
• Be sure to enter the number zero “0” or the letter "O" correctly. These are often confused. In general, a zero “0” will be surrounded by other numbers and the letter “O” will be surrounded by other letters.
  
• Try doing a search for your instructor by their last name. Enter your instructor's last name in the search box and click "search." Be sure to spell your instructor's name correctly.
  
• If none of the above steps have solved your problem, it is possible you have registered under the wrong product and therefore do not have access to your instructor's course. Confirm with your instructor which product you should be using.
  
• If you continue to have problems, please click here to submit a ticket.

   

• Make sure your web browser window is "maximized" and takes up your entire computer screen. There are many ways to do this, but often there will be minimize, maximize, and close icons on the top right of your browser window. Click on the “maximize” icon.

• Change the Resolution. While our products were designed to work effectively with most screen resolution, 1024 by 768 is considered the most effective. Change your computer's display settings to 1024 by 768 or higher to resolve the issue.
  
  
• If you continue to have problems, please click here to submit a ticket.

   

Problem:
When playing video within a product either from CD, network location or local hard disk the video appears to play correctly but without sound.

Cause:
An update for Flash Player has compromised the ability of the Flash Player plugin to properly render the audio channel of .flv format content.

Affects:
All delivery mechanisms of .flv (Flash video) content. This includes other sources of rich media content e.g. YouTube.

Solution:
You should uninstall Flash Player from the affected computer(s) and re-install the latest version.
Adobe recommend the use of the uninstaller from their website to ensure that all components correctly unregister (due to recent 'enhancements' to Flash Player):

1. Uninstall Flash Player:
http://kb.adobe.com/selfservice/viewContent.do?externalId=tn_14157

2. Install latest Flash Player:
http://www.adobe.com/go/EN_US-H-GET-FLASH

Note: To successfully uninstall, any application that may be running Flash content (instant messaging, web browsers, email etc.) needs to be closed first.

Click on a link to watch the video:

• English
• Spanish
• Chinese
• Japanese

System Requirements:

For PC-Compatible Computers:

• Operating System: Windows® 2000, XP, Vista or Windows 7
• Web Browser: Internet Explorer® 7.0 or higher OR Firefox® 4.0 or higher
• Plug-ins: Adobe® Reader 7 or higher, Adobe® Flash Player 8 or higher, and Java™ 1.5

For Macintosh Computers:

• Operating System: OS X 10.3.9 or higher
• Web Browser: Safari® 4.0 or higher OR Firefox® 4.0 or higher
• Plug-ins: Adobe® Reader 7 or higher, Adobe® Flash Player 8 or higher, and Java™ 1.5

For All Computers:

• Hardware: Headphone or speakers, built-in or external; Microphone, built-in or external
• Internet Connection: DSL, Cable/Broadband, T1, or other high-speed connection
• Memory: 256 MB RAM or higher
• Monitor Resolution: 1024 x 768 or higher

Note: If you are using our online products in your school’s computer lab, the lab manager should ensure that all computers meet the System Requirements.

If you have saved the login page to your favorites or bookmarked it, please remove it from your list of favorites or bookmarks. Go to the main page of the web site which you are attempting to access, then select your product from the main page and try to login again. The "cookie" (data stored in your browser) required to log in is often sent at the home page of a site, so please use the main page as a favorite or bookmarked site instead of the login page itself.

If  you still cannot log in, please make sure that cookies are enabled in your browser. To enable cookies, follow the instructions below for your browser:

Internet Explorer

1. Open Internet Explorer and go to Tools > Internet Options, then click on the Privacy tab
2. Click the Advanced button, which will open the Advanced Privacy Settings window
3. Place a check in the box for Override automatic cookie handling
4. Place a check in the box for Always allow session cookies
5. Set First-party Cookies to Accept (no change to Third-party cookies is needed)
6. Click OK, then OK again

Firefox 3.x

1. Open Firefox and click Tools > Options...
2. Click the Privacy icon at the top of the Options window
3. In the drop-down menu at the top, select Use custom settings for history
4. In the Cookies box, place a check in the box beside Accept cookies from sites
5. Also place a check in the box beside Accept third-party cookies
6. Click OK

Safari

1. Open Safari
2. Open the Preferences menu
   In Mac OS X: Click Safari > Preferences
   In Windows: Click Edit or Settings () > Preferences
3. In the window that opens, click Security
4. Look for the Accept cookies heading and select Always
5. Close the Security window

Some of Pearson Education's web sites might not display correctly Internet Explorer 8. This is because the Internet Explorer 8 is not yet fully supported. If you have installed Internet Explorer 8 and experiencing issues, please try using a feature called Compatibility View.

When you turn on Compatibility View, the web page you are viewing, as well as any other web pages within the website's domain, will be displayed as if you were using an earlier version of Internet Explorer.

How to turn on Internet Explorer Compatibility View?

1. Open Internet Explorer.
2. Go to the website you would like to view.
   
3. Click the Tools button in the Internet Explorer Menu bar, and then click Compatibility View.
   
   
   
   
4. From now on, whenever you visit the website, it will be displayed in Compatibility View.
   

• If the website receives updates to display correctly in the Internet Explorer 8, Compatibility View will automatically turn off.
  
  
• If Internet Explorer recognizes a web page that is not compatible, you will see the Compatibility View button on the Address bar. To turn Compatibility View on or off, simply click the Compatibility View button.
  
  
  

• MyLab: Recommended Internet Explorer Settings
• How do I clear my Internet browser's cache?
• How do I clear my Java browser's cache?
• How do I enable Java and JavaScript in my web browser?